Handling a callback call | Nortel Networks Attendant Console

62Chapter 4 Handling calls

Handling a callback call

There are two types of calls that return to Attendant Console:

•an unanswered transfer call

•a call that the employee returns to you for attendant handling

Responding to a callback that an extension did not answer

A callback can be a call that is sent to an extension, or a call that is not answered and returns to you. The callback is shown by:

The Callback button displays the name and extension from which the call is returned and other call related information. This lets you personalise how you handle the call.

To respond to a Callback call

1Click the Callback button.

The Caller Information list box shows the information originally displayed so that you can process the call accordingly, such as transfer to CallPilot, park the call, page the employee, and so on.

Responding to a Callback that an employee returns

A call that the employee decides not take can be handled by you according to instructions that you or your company establish. This type of call is similar to a Callback to the attendant. The employee can press a telephone display button to give one of the following pre-set prompts:

•Hold. You ask the caller to hold for a moment.

•Assist. You send the call to the employee’s assistant.

•IntAct. You tell the caller that the person they called is on the line and ask if they wish to interrupt the call.

Hold, Assistant or IntAct is displayed below the Callback button.

To respond to a Callback that a employee returns

1Click the Callback button.

The Caller Information list box shows the information originally displayed.

2Advise the caller according to the message that appears.

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Nortel Networks Attendant Console Handling a callback call, Responding to a callback that an extension did not answer

Contents

Business Communications Manager Attendant Console User Guide Copyright 2002 Nortel Networks Trademarks Contents Chapter Handling calls Glossary Index Contents P0936572 Chapter Introduction to Attendant Console About Attendant Console Client component Attendant Console componentsServer component Reports component Graphical User Interface GUI Attendant Console featuresComputer compatibility Advanced software capabilities Ability to handle growth Choice of Attendant typesReports Chapter Getting started Configuring Attendant ConsoleTo configure Attendant Console Starting Attendant Console To set or change the attendant’s extension number Types of attendant setupsFull-time main attendant Part-time main attendant Backup attendant To set up the backup attendant Getting started Overflow attendant To set the overflow extension Setting up an assistant attendant Assistant attendant To view an assistant attendant’s assigned extensions To activate call notification Setting up other attendant featuresCall notification To set the Attendant Console window to restore automatically Restoring the Attendant Console window Setting the Attendant Selected option To display extensions To disable the Transfer Options Disabling Transfer options Chapter Using the Attendant Console window Components of the Attendant Console window File menu Status barAttendant Console menus Exit Edit menu View menu Monitor Tools menuAttendant Log to File Transfer menu Caller menu Target menu Attendant menu Help menu Menu keystroke commands Using keystroke commandsAccess keys To use right-click capability Using right-click capabilityKeystroke commands with the Alt key Toolbar buttons Using the toolbarTo display the toolbar About Loop buttons Caller Type Using Caller Information optionsName Company Phone To access the Edit Caller Information dialog boxEdit Caller Information dialog box City, State/Province, Record Number Caller ID NameCaller ID Number Contacts Using the call processing area Using the Attendant Console window Edit Employee Information dialog box Voice Mail Using the Directory options Assigned Directory tabsFull Directory list employee and extension information Directory list columns Sorting information in the Directory list To sort information Other call processing functions Chapter Handling callsBasic call processing with Attendant Console To answer an incoming call Answering calls as an attendantTo show or hide inactive Loop buttons What the Loop buttons display To release a call To transfer a caller to a frequently called number Using the Target list boxUsing the Contacts boxes Using the Directory tabs To search by extension or name Using the Directory Find box Using the Department list box To search by department To transfer using the Directory list To transfer using the Contacts boxTo transfer using the Target list box Transferring a call To transfer a call to an outside number To park a call and page an employee Parking, holding and screening callsParking calls and paging employees To retrieve a parked call To view parked calls To place a call on Hold at an active extension Placing and retrieving calls on holdTo put an incoming call on hold To retrieve a call on Hold Screening calls To screen and transfer a call Contacting employees using Voice Call Linking and Joining calls Creating a conference call To create a conference call to an outside number To respond to a Callback call Handling a callback callResponding to a callback that an extension did not answer Responding to a Callback that an employee returns To process an IntAct call To process a Hold callTo process an Assist call To transfer a call to an extension Making a call from your extensionTo place a call to an extension or outside number To make a call to an inside extension To send a call to CallPilot Handling calls at an employee’s telephoneTo speak to a caller To join a call with the current call Creating a new caller record Chapter Maintaining caller and employee informationMaintaining caller information To create a new caller record from an active call Refer to Parking calls and paging employees on To create a new caller record when there are no active calls To create a new caller record from a Caller ID To edit a caller’s record Finding and editing caller informationTo find caller information To delete a caller record To sort a column of information in the Directory Using the Directory listMaintaining employee information Finding an employee record To search by name To search for a person in a department Resetting the Full tab viewTo reset the Full tab view To change the person status of an extension Editing employee informationTo add or change an extension To create a new name for an extension Using the Make Caller button To assign the name of an employee to a caller record To type a note Adding notes to employee recordsTo select from the list of notes To save employee edit changes Maintaining caller and employee information P0936572 Report types Chapter Generating reportsAbout Attendant Console reports About the Reports window To open the Reports window Components of the Reports window Database box Information list box Information list box contains the report type information Period list box List box Employees and Customers optionsCustomer and Employee Selection dialog box Customer and Employee Selecting a report type Creating and viewing reportsLoading the database To load the database To select a report of one week Setting the report periodTo set the report period To select a report of one month To clear a date Selecting employees and customers for the report To select employees or customers To create a report Creating the reportViewing the report To change the displayed page from the keyboard Printing a report To print a report Glossary Main attendant Hunt GroupInternal call Networked model Index Numerics P0936572 Person status icon P0936572